Siemens Takes a Global Approach to VoCEach division within Siemens constantly looks for ways to increase efficiencies and grow its customer base. Additionally, it's important to know that the needs and wants of one division's customer base could be entirely different from another. Siemens has recognized that the best way to go about this is to align itself as closely as possible to its customers. - 03/07/2017

TARGET

Be a CX Leader in 2017 with Location Sharing ServicesToday's mobile-centric, on-demand consumers have more options and less brand loyalty. Personalized experiences, transparency, and responding to emotional situations are critical differentiators for service organizations to retain customers and grow revenue. - 03/07/2017

Customer Engagement Outsourcing: Big Benefits in Using Big Data in Contact CentersThroughout the history of the contact center, much of the analysis around incoming data has been quantitative in nature - calls received, average hold time, call length, resolution rate. Today, there is more customer data coming into each agent portal than companies may know what to do with. But it's not the amount of data that's important. It's what contact centers do with the data and how they analyze learned insights to make better decisions and strategic business moves. - 03/07/2017

ENGAGE

What's Next in Mobile Marketing: Beacons, Contextual Location & Social Media MessagingMarketers are gearing up for their next mobile marketing campaign to kick off 2017. Sure there are plenty of tools, tips, and tricks to choose from when it comes to planning your marketing strategy, but selecting the right ones for your brand's objectives is crucial. Here's a crash course in mobile marketing tools brands should be using in 2017. - 03/07/2017

The Next Generation Contact Center: Four Crucial ConsiderationsThe only way to know your contact center solution will scale to current and future demands is to take control of your own roadmap. Whether you are building something from scratch, or augmenting what you already have, composable communication building blocks let you focus on upgrading the entire customer experience, rather than the hardware or software. - 03/07/2017

4 Tips on Contact Center Employee EngagementWe've all read about the technology revolution (or apocalypse) in customer care. While there is no denying the role automation will play, the largest threat to customer care is poorly trained, unmotivated live agents. - 03/07/2017

DELIVER

Accelerating Customer Experience InnovationThe idea of improving the customer experience has become a popular topic in recent years. But doing that is more difficult and time consuming than it sounds. And even if you have a great idea, it can be tough to execute it. - 03/07/2017

Why NSPs Should Consider Offering Cloud Contact Center SolutionsNetwork service providers historically have mostly operated in the connectivity business. But as cloud-based solutions continue to proliferate, new opportunities are forcing them to reconsider their business model. The contact center is one such opportunity, and there are two, very compelling reasons why NSPs should take note. - 03/07/2017

HCM: Addressing the People Part of the Cloud-Based Contact CenterAgent burnout is, in my opinion, the most troubling epidemic contact center leaders and business executives are faced with today. Agent attrition leads to poor service, lost revenue, brand damage, high costs, and an eroded bottom line. But you don't often see the employee burnout metric show up on a weekly contact center report. - 03/07/2017

Get Human: Omnichannel Support Requires Both Technology & PeopleIn today's impatient and plugged-in world, customers often switch between channels when they interact with companies. They may use one channel to research, another to buy, and a third to request service. Or they may email with a question, then call before an agent can respond. But here's the challenge: Customers want all of their interactions to flow seamlessly between channels. - 03/07/2017

Group Editorial Director, TMC
Erik oversees the editorial content and direction for all of TMC. Erik has contributed literally thousands of features during his 5-year tenure, with a focus...Read More >>>